Customer Support Engineer-Cleveland, OH
Cleveland, Ohio | Akron, Ohio
Location Cleveland, OhioUS
Job ID JR-016035
Title: Customer Support Engineer
Location: Field (Cleveland, OH area)
Department: Discovery & Analytical Solutions
PerkinElmer is a global leader committed to innovation for a healthier world. The company is a leading force in the development, production, marketing, servicing, and supporting of laboratory instrumentation and ancillary services throughout the world. The service area would include the surrounding areas of Cleveland Oh and the Pittsburgh, PA but not limited to these areas only.
The product line focus will be our Environmental Health business - The product lines will include but not limited to LC and TEA, GC, GCMS, LCMS product lines. With an emphasis on LC and TEA products.
The Customer Support Engineer helps PerkinElmer customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by performing maintenance, repair and validations of the instrumentation. The Customer Support Engineer represents the face of PerkinElmer to the customer and fosters business expansion by providing 'best-in-class' responsiveness and professionalism in all customer interactions. This also includes key account expansion, sale of new maintenance contracts, upgrades, customer training classes and new instrument sales leads.
Installation, Maintenance & Repair: Install, maintain, verify performance and repair equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area or site. Drive toward zero service recalls. Completes assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards. Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rate and all warranty services, which apply to our products in the field. Demonstrate knowledge of and adherence to the Installation, warranty, and service contract provisions to provide adequate billing information to the customer.
Business Development: Drive the sale of new maintenance contracts, maintenance agreement upgrades and instrument add-ons to existing contracts. Encourage customers to purchase training, support, software and field installed computer hardware upgrades. Assist and support local sales representative secure new instrument orders. Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables. Provide appropriate referral to other employees for answers to specific questions or to obtain product information.
Information/Asset Management: Maintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the job. Perform timely uploads and downloads of required data to ensure the integrity of the service system. Accountable for assigned company assets to include: Company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc. Manages inventory levels to ensure that adequate supply and appropriate records are maintained.
Continuous Self Development: Take an active role in developing technical skills and soft skills to maintain and enhance PerkinElmer's value proposition to the customer. Seek higher level certification through participation in company sponsored training & development initiatives.
Must have a Driver's License and able to travel
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering and 2 plus years of experience in instrument installation, repairs and maintenance OR
Related military experience with 2 plus years of experience in instrument installation, repairs, and maintenance
Bachelor's degree in chemistry, electronics or a related discipline
Overnight stays will be required on as needed bases.
Hands on service skills and experience.
critical thinking and problem solving
Additional valued experience
GMP/GLP compliance rigor and attention to detail
GC/LC/TEA operation and/or service experience
Training development and execution experience
Business development/ownership skills
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.